Thoughts on what businesses actually need from the Cloud, not what vendors wish they needed.

Chris Bliss

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The luxury of the grocery store: why great customer service matters

Imagine there are two supermarkets in your neighborhood with the same fruits and vegetables, meats and dairies, and the same selection of home goods and produce. They are equal distance from your home and the pricing is comparable. Why do you choose one and not the other? Our guess: your interpersonal relationships and history with the people behind the stores.

This principle can be applied to any business model: happy customers are the backbone of a successful company, and the best way to keep your clientele happy is through responsive, eager, and welcoming relationships. Yes, we’re talking about customer service. If your customer has a problem, you have a solution. If your customer has a question, you have an answer. The customer owns the store.

Of course, many businesses don’t have the luxury of the grocery store. They don’t have staff to train to smile: relationships are managed virtually. That’s tough. To make things worse, traditional online customer service solutions have been geared toward enterprise-level companies, with huge CSR departments. That’s not conducive to good customer service for small businesses.

Luckily, that’s all changing. New user-friendly SaaS applications are making customer service accessible to everyone who needs it (*ahem* all businesses *ahem*), at affordable costs. As we reported on over the summer, we are ecstatic about our new partnership with Zendesk, the unquestionable industry leader in cloud-based customer service and help desk software. We use Zendesk internally, we’ve setup dozens of clients with Zendesk solutions, and we’re happy to see 100% positive feedback. It’s good stuff.

We pride ourselves in being accessible to our clients and know that without happy customers our business would crumble. Zendesk (and of course our internal zeal for kick-ass customer service) helps us deliver customer service as though we know our customers in a neighborhood type way.Whatever solution you use, happy customers equals prosperous business. It just makes cents (get it?). If you haven’t already, think through your current support system and consider whether you can’t do better. Cause you probably can.

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More Stories By Chris Bliss

Chris Bliss works at VM Associates, an end-user consultancy for businesses looking to move to the cloud from pre-existing legacy systems.